Marco Marotta

Front Office Manager @Hotel Palazzo Manfredi

Rome, IT

Responsible for the effective management of the Front Office ensuring that Forbes and SLH standards are met. Assessing the team members’ performance against standards.Leading the department to achieve financial, quality, and personnel objectives, ensuring all finance and departmental procedures are followed. Maintaining high team focus by showing cooperation and support to colleagues in the pursuit of team goals.Having a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues. Dealing with and learn from customer complaints and comments with follow-up and feedback to the Hotel Manager.Assisting the General Manager in creating personalized relationships with guests and providing a tailor-made experience for each one. Always being supportive to the General Manager by contributing with ideas and suggestions to enhance operational/environmental procedures in the hotel.Being flexible, responding quickly and positively to changing requirements including the performance of any tasks requested to me.Maintaining my presence in the lobby setting the example for team members for guest service.Being proactive towards guests, assisting them with any reasonable requests, and training all team members to see these things before the guests ask.Having a good working relations with other departments head in order to agree and implement actions to make improvements to customer service. Cooperating with the accounting and finance department to ensure that all the invoices and city ledgers have been well managed during the operation. Dealing with Housekeeping and Engineering department to guarantee the perfect room status upon the guests arrival. Planning and scheduling the room inventory closure for future maintenance.Making a daily check on room assignment.Welcoming, assisting during the stay, and fond farewell to the VIP guests of the Hotel.

Università degli Studi di Napoli 'Federico II'

Tourism Sciences with Managerial Address

Istituto Professionale per i Servizi Alberghieri e Ristorazione Duca di Buonvicino

Diploma superiore

IPVC - Instituto Politécnico de Viana do Castelo, (Portogallo)

Erasmus